Expectations, emotional responses, and early experiences with a newly introduced autonomous metro

Abstract

Rapid advances in automation are transforming transport systems worldwide, with autonomous technologies increasingly being deployed in public transport. This study examines public perceptions of a newly introduced autonomous metro system during its initial phase of operation in Thessaloniki, Greece. Using data from a large-scale online survey of 1137 respondents from a university-affiliated community, the research investigates pre-operation expectations, post-operation experience relative to expectations, and emotional responses toward the automated metro. Two complementary bivariate probit models with allowances for random parameters are estimated to jointly analyze expectation–experience alignment and emotional reactions. The results reveal that expectations, emotional responses, and system performance perceptions play a decisive role in relation to early evaluations of automated metro services, with notable heterogeneity being detected across socio-demographic groups and travel-related behavioral patterns. Low initial expectations, perceived reliability, and excitement are associated with more favorable evaluations, while fear and stress act as significant barriers. The findings highlight the importance of expectation management, emotional engagement, and reliable early operation, offering actionable insights for policymakers and transport authorities aiming to support public acceptance of autonomous urban rail systems.